ColourPop Cosmetics, LLC

Good Evening,The customer reached out to us in regards to order 3563571, her order was returned to our HQ due to an insufficient addressHer order was shipped to the address
she provided during checkout:
Michelle Flood
W PIERCE ST
MACOMB, IL
61455-1394, United States
Per our returned package policy, all returns are cancelled and refunded upon delivery to our HQThe customer has been refunded in full, additionally, all of the
products that were originally ordered are available for purchase so that she can re-orderWe sincerely apologize for any inconvenience this issue may have caused Thank you

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12293256, and find that this resolution is satisfactory to me
Regards,
*** **

Hello,The customer contacted us on May 9th to inform us that she had missing items from her order The customer was issued a replacement package for the items, order R10168972, that was shipped on May 18th, and was delivered on May 21stUSPS tracking number: 94***27The
customer also indicated that an additional limited edition item arrived in generic packaging, and that the outer unit carton was damagedThe customer was informed that we do not offer refunds, replacements or exchanges for damaged packagingAdditionally, the unit cartons for the collection were limited quantity and cannot be replacedThe product container itself was packaged in the limited edition packaging as advertisedAs a courtesy for any inconvenience, the customer was issued a coupon code for the full retail value of the itemThe customer was also provided with information regarding our return policy, which can be found in our FAQ and via the following link: https://support.colourpop.com/hc/en-us/articles/***831-Return-PolicyPlease also note that our Terms of Use states that before delivery, “we (ColourPop Cosmetics) may make minor adjustments to material, colour, weight, measurements, design and other features to the extent that they are reasonable”Additionally, “we may decide not to replace or refund you for the Product and we may require you to pay all reasonable carriage costs and servicing costs.”Our full Terms of Use can be found via the following link: https://colourpop.com/pages/termsAs the customer has received a replacement for the missing items, and a coupon code for the packaging of an additional item, we consider this inquiry resolved

The customer contacted is in regards to 5749222, which had been delivered but not received by the customerShe filed a missing package claim with USPS and provided us with the claim number, a replacement package was issued and delivered on 7/21 94***55***Thank you

Good afternoon,(Please note, all time references are in PST.)The customer initially emailed in Dec 13th, 3:30pmThis was responded to by our Customer Service team immediately on Dec 13th, 3:30pmAfter the customer sent the required documentation need for a replacement on Dec 13th, 6:32pm, the
customer was issued a replacement package on Dec 15, 2:22pmThe replacement package was processed and shipped Dec 17th, 10:50am and is currently in transit to its destinationWe recommend for the customer to check tracking periodically for any delivery/shipping updatesAs we ship via USPS, the customer's package is estimated to be delivered within 3-business daysTracking: 94***Last tracking update states, "Your item arrived at the Post Office at 12:pm on December 19, in NEWARK, DE 19711."As stated on our website FAQ and terms & conditions, our customer service response time is - hoursAs the customer was responded to within this time frame, our team was correctly in complianceI have included a screenshot of the entire email correspondence with the customerThis inquiry has now been resolved

Complaint:
I am rejecting this response because: I was never offered the option to cancel and reorder, nor was I ever sent or given the discount codeIt is a blatant lieIn addition, I see no real solution being offeredthe only way for me to get the $promised to me is to order more and pay another $in shipping which with the USD conversion ends up being almost $20.
Regards,
L*** ***

Good morning, Our team does its best to protect both our customers and our company from fraudOur third party fraud app reviewed the customer’s order and flagged the order for fraud, resulting in the order’s cancellationOur team personally reviewed the customer’s order and determined that the
order was flagged for fraud in errorUnfortunately, we are unable to reprocess orders once they have been canceled and payment has been voidedWe understand that the customer’s order was placed during a sale, during which a total savings of $occurredAs a result, our team has provided the customer with a coupon code for $off of a future purchase as compensation for the customer’s initial savingsAn email with this information is attached for your reference

Good Evening,After our initial conversation with the customer, a coupon code was issued in place of a refund as we do not currently have a refund policyWe understand her frustration and do apologize for any inconvenience this issue may have caused, however, we have this policy is in place to be fair to all of our other customersThank you

The purchase was through paypal, so refunded the order through paypal for the full amount.

An agreement was reached to refund the extra freight plus and an additional amount for good will.
Sincerely,
*** / Colourpop Accounting

Hello,The customer contact us on June 11th to inform us that her order was not received despite USPS tracking indicating that it had been delivered.As all sales are final and we do not offer refunds, a courtesy replacement was issued for the order on June 21stThe replacement order
Rshipped on June 22nd and is in transit to the destination.USPS tracking for order 94***8***5USPS tracking for order R94***92Information regarding our return policy, and packages marked as delivered can be found via our FAQ and the following links:https://support.colourpop.com/hc/en-us/articles/***831-Return-Policy https://support.colourpop.com/hc/en-us/articles/***651-My-package-says-delivered...⇄ customer has received a replacement for the order 10454445, we consider this inquiry resolved

Hello,The customer contacted us on November 27th to inform us that orders she placed between November 20th and 25th had not yet shippedWe informed the customer that her orders were still processing, and provided our processing timesTypically orders process for 3-business days prior to
shipping, however we have informed the customer that processing times could reach up to business days due to recent promotions and launchesDelays to our processing times are noted on our FAQ page: https://support.colourpop.com/hc/en-us/articles/***671-When-will-my-order-shdo our best to ship orders out as closely as possible to our processing times however, as we are experiencing a high volume of orders due to recent promotions, orders may process for additional business daysAs of December 5th, orders 8541155, 8506657, 8507460, 8530337, 8628529, and are currently processingOrders 8528181, 8632549, 8628753, and have all shipped within typical processing times on December 4th, the 5th business day, and are currently in transitThe customer will receive tracking for the remaining orders when they are shippedOrder Tracking: 94***93599080480Order Tracking: 94***81592498071Order Tracking: 94***83***Order Tracking: 94***

Hello,The customer contacted us on December 18th to inform us that she had received an item that appeared to have pigment stains on the product packagingWe do our best to assist each customer towards a satisfactory resolution, however the photos provided did not reflect the condition described by
the customerThe customer was issued a coupon code in the amount of $as a courtesy for any inconvenience caused, as we are unable to issue replacements for products that are not damaged

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11939921, and find that this resolution is satisfactory to me
Regards,
N*** ***

Hello,The customer contacted us on May 2nd regarding a promotional code that was not applying to an order she was attempting to placeShe was advised that the promotion was no longer active and that, as a result, the code was no longer validOur promotion was limited time only and would run while
supplies lastAs a result, the promotion ended on 5/at 12:PM As we want to aim to provide each customer with a resolution, we issued the customer a $coupon code for any inconvenience that may have resulted from our promotion endingThe coupon code is valid for three months as coupon codes cannot be used during select promotional periodsAs this is the case, the customer’s inquiry is considered resolved

Complaint:
I am rejecting this response because: as stated in my initial complain, I asked for a REFUND as I also explained why.whyIn no way will accept a policy that is nowhere stated on their website, as they pick and choose when to give refunds (AS STATED ON THEIR SITE)
Regards,
W*** ***

N***, Please accept my apologies for Colourpop not being able to deliver the product to you as you should reasonable expect. A full refund was issued this morning which you should have received to your account already. Sincerely, G*** Colourpop Accounting

Hello,
Unfortunately, we are unable to add a code to an order once it has been placed, this information is noted on the email in which the code was issued; this policy is in place to be fair to all of our other customersIf the MsC*** would like to use her code, she may do so on her next orderThank you

Customer service is very important to usWe have created order 6807695b to replace the customer's damaged Gemini by night paletteProcessing takes 3-business daysThe customer will receive an email with tracking as soon as the replacement order ships. The customer is advised to
contact our Customer Service team if they have any additional questions: [email protected]

Complaint:
I am rejecting this response because:The promotional offer should be upheld and I would like to receive a voucher for the item I was promisedMy address was not insufficientI gave my legal address and my other mail has had no problems arriving at my addressColourPop is not being truthful nor ethical in the treatment of their customers
Regards,
M*** ***